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Technical Support Lead Help Desk

Job Number: TI-0020

Location:

Education:

Full Time or Part Time: Full Time

Security Clearance: No

Basic Experience:
• Demonstrated experience in three (3) phases of system life cycle design and development: Test Phase, Implementation Phase, and Maintenance Phase. • Substantial experience in managing a networked, multi-CPU, UNIX-based, and Windows-based computer systems. • Demonstrated expertise in performing system administration activities on UNIX based systems using Sun Solaris and Windows Servers. • Working knowledge of Software Engineering Institute’s (SEI) Capability Maturity Model (CMM) or ISO 9000 documentation and life-cycle policies. • Demonstrated experience in writing C/Bourne/Korn shell scripts in a UNIX environment. • Demonstrated experience in Web Server Architecture and an understanding of a variety of Web browsers. • Experience designing and developing within a Web environment using HTML, JavaScript or Java, and Perl/PHP. • Experience providing support in a WAN environment. • Hands-on experience with UNIX/Windows services, Internet servers, system administration tools, and backup/recovery mechanisms. • Demonstrated experience working in and supporting a web-based / GUI UNIX environment. • Excellent oral and written communications skills with the ability to develop and present comprehensive technical presentations. • Capable of generating finished technical documentation using word processing software (e.g., MS-Word, WordPerfect). • Familiar with operating in a Windows LAN environment.


Responsibilities:

Working under the supervision of the NSA, the TS Lead installs new software releases and system upgrades, evaluates and installs patches and resolves software related problems.  The TS Lead performs system backups and recovery and maintains data files and monitors system configuration to ensure data integrity.  The TS Lead designs, develops, and implements programs and/or procedures to automate routine operational functions and maintains up-to-­date knowledge of the fast changing computer hardware industry.

The TS Lead performs systems administration activities for the OUI Network, currently consisting of Sun T2000 and Blade servers, and Windows Servers.  These activities include system monitoring and performance enhancement, writing back-up procedures for off-peak hours, providing user support, and performing general troubleshooting to isolate and resolve system problems.

The TS Lead implements projects or project segments involving the updating or modifying of existing systems, and/or the designing of new systems or subsystems.

The TS Lead maintains up-to-date knowledge and conducts detailed review and analysis of program changes, new equipment, new ADP technologies, and other factors affecting existing systems to facilitate the development of conforming system modifications.

The TS Lead presents ideas in a clear, concise, and convincing manner; responds promptly to requests for information; provides accurate and timely input; and keeps subordinates, peers, and superiors advised of status of work, problems and other pertinent information.

The TS Lead provides user support to National Office staff as necessary, and telephone support to Regional and State users with respect to network and communications problems and provides on-site support to field users, if necessary.